Welcome Back!

Day 2

Allan O’Brien & David Humphrey

Global Sales Productivity
Suitelife: SuiteWeek
Planned Agenda – Subject to Modifications

✓ Resources Review ❖ NetSuite Power ❖ Positioning Value The ❖ Business Reviews –

Positions NetSuite Way Unlocking The Suite
✓ The Customer
Engagement Model ❖ Planned Prospecting ❖ The Intro Call Overview ❖ Customer Roadmap
Workshop
✓ Leading Practices ❖ Social Selling ❖ Business Discussion
Overview ❖ Alignment & Validation
✓ SuiteSuccess Editions ❖ Storytelling For Success Overview
❖ Joint Execution Plan
✓ Pricing and Packaging ❖ Handling Objections (JEP) Overview ❖ Demo Accounts
with Empathy
✓ Interpreting ❖ Negotiation
SuiteSuccess Fundamentals

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Recap &
Questions

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Day 1 Review

1. What are five SuiteSuccess Editions?

2. What is SuiteSuccess?

3. Which document could you use to compare SS Editions? Where is it located?

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SuiteLife: SuiteWeek
NetSuite Power Positions
Suitelife: SuiteWeek
What you can expect to learn

VALIDATE
KEY INTRODUCE OR CLOSE
CONCEPTS A
A
A D

ALIGN

❑ Customer Engagement ❑ Intro Call Overview ❑ Pre-Align / Deal ❑ Business Reviews

Model & SuiteSuccess ❑ Qualification Strategy
❑ Business Process
❑ NetSuite Power ❑ Business Discussion ❑ Validation / Alignment Assessment
Positions Overview Overview
❑ The Stairway ❑ Customer Roadmap
❑ Storytelling ❑ Value Chain ❑ Demo Sets
Assessments ❑ How CAMO Can Help
❑ Objection Handling
❑ Building Value
❑ Prospecting
❑ JEP & Next Steps
❑ Negotiation

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Why This Topic Matters?
New Business & Account Management

New Business Account Management

➢ Understand NetSuite’s 7 Power Positions ➢ Understand NetSuite’s 7 Power Positions

➢ Key discussion points with prospects ➢ Key discussion points with customers

➢ Know your customer’s expectations

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Agenda Topics:

o Power Positions:
▪ Pure Cloud

▪ Unified Global Platform

▪ Native Financial Consolidation (The Multi’s)

▪ SuiteSuccess

▪ Direct Vendor Support

▪ Easy to Extend

▪ Ability to Scale

o NetSuite vs Common Competitors

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NetSuite’s
Power
Positions

Pure Cloud Unified Global Native Financial SuiteSuccess Direct Vendor Easy to Extend Ability to
Platform Consolidation Support Scale

Easily Improved Multicompany Implementation Global Support Customization Future Proof

Accessible Visibility Methodology
Multilanguage True 24/7 Flexibility Clear Vision
Cost Effective Efficient Phased Approach
operations Multicurrency Account Easy-to-use
Management
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Pure Cloud

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Cloud:
• Accessibility: allows users access to software
applications that are accessed via internet

• Cost: no need to maintain expensive

equipment on premise

• Scalability: customers don’t buy more

equipment in order to enable growth

• Speed: both the speed of the initial rollout and

the ability to upgrade quicker

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 Pure Cloud
Single tenant Multi-tenant
Version Locked Versionless
Pre-internet Designed for internet
Inflexible Flexible
Inelastic Elastic

Private or Hosted Cloud True Cloud

• Many competitor products were initially on-premise solutions, • NetSuite was founded in 1998 and “born in the cloud” – so it was
“lifted and shifted” to the Cloud always meant to be multi-tenant

• Many customers are on different versions and customized code - • All 37,000+ customers are all on the same, latest version of the
meaning some miss newer functionality due to incompatibility product. Extension is handled by scripts and configuration

• Every upgrade and update needs consulting work to ensure • The twice-per-year updates are automatic with no consulting projects
customizations and integrations work for updates needed

• Increasing capacity could mean either buying new hardware or • Increases in demand can be easily covered by pooling resources
implementing a new solution across the system

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Pure Cloud
Key Benefits

• Multi-Tenant Elasticity – no need to upgrade hardware to cope with temporary demand spike
• Future Proof – benefiting from the latest innovations automatically
• One version – all focus and support goes into one version of the solution
• Automatic upgrades – which reduces hidden costs / disruption and less need for internal IT resources/consulting
staff
• Fewer IT staff and No Hardware Overheads – vs. what customers would need for on-prem software as NetSuite
handles the operations
• Anytime, anywhere access via a web browser – no need for software clients or Citrix

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Unified Global
Platform

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Unified Global Platform
• A Unified Platform is a single software platform on which all
modules of an ERP system have been built (e.g. HR, Finance,
etc.).

• This Unified platform uses just one single data source and all
modules use the same data for their information.

• How NetSuite differs from the competition

• Oracle Cloud Infrastructure (OCI)
• Built for NetSuite (BFN) apps

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Disparate system vs. Unified system

Disparate system: Unified system:

Cubicle Office Open Office

Reduces visibility Increased visibility

No real time data Real time communication
Lots of manual work Greater efficiency

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Unified Platform - Overview

Shopify

Bamboo Salesforce

QuickBooks Square

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Unified Platform - Overview

?
Human
Resources
ERP
Financials BFN

SINGLE
DATA
SOURCE

CRM PSA

Commerce

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Unified Platform - Overview

Shopify
?
Human
Resources

ERP
Financials BFN
Salesforce
Bamboo Salesforce SINGLE
DATA
SOURCE

CRM PSA

Commerce

QuickBooks Square

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Native Financial
Consolidation

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Native Financial Consolidation
• Fast-growing, internationally-expanding mid-market companies will
often have:
• Multiple subsidiaries around the world – now and planned for the future
• Different legal entities in the same country
• Operating in a Group Structure

• They will therefore need to conduct:

• Financial consolidation of the international subsidiaries
• Intercompany eliminations and integration of legal entities at home or
abroad

• How NetSuite differs from the competition

• Ability to easily set up the system with their unique subsidiary structure
• Ability to easily add new subsidiaries to companies’ existing company
structure
• Option to straightforwardly and quickly conduct financial consolidation
• Ability to get real-time data on how each subsidiary and legal entity is
performing
• Automated inter-company elimination

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The Multis - Overview

?
Human
Resources
ERP
Financials BFN

SINGLE
DATA
SOURCE

PSA
CRM SCM

Commerce

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SuiteSuccess
(Yes Again)

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 Why Does
SuiteSuccess
Matter?

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 Taking a vacation with SuiteSuccess (Another Analogy)

No
Implementation
Methodology
• Misalignment on
requirements
• Heavy delays/going over
budget
• Implementation fatigue

SuiteSuccess
• Align their processes with leading practices
• Prebuilt roles, reports, dashboards
• Strong focus on user education
SuiteSuccess

Pre-configured, job- Customization- Stairway selling Unlocking the Suite

specific functionality focused sales and approach • AMOs work with the
• 250+ pre-built reports implementation • Customers start with customers to help
and dashboards • What the customer only the required them move up the
• Pre-defined Roles sees in the Demo is modules to start stairway
• Role-defined KPIs what they get • If they are able to • As customers grow,
• All based on Leading • Minimizes grow, NetSuite offers they can leverage
Practices i.e., what top customizations what they need next more of NetSuite
performing companies meaning less time, • This reduces the cost, • This increases the ROI
in each vertical / cost and risk risk and time to and customer
leading-practice • Delivery process implement productivity
finance teams are standardized to offer a
doing consistent quality level

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Direct Vendor
Support

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Direct Vendor Support
• NetSuite is involved in every deal, even when we work with
partners
NetSuite
• End-to-end NetSuite support through sales, account management, and
Partner
technology
• NetSuite customer support is more than just email & phone
• No outsourcing – all NetSuite
customer support agents are
NetSuite employees Customer
• 24/7 access to customer support
• Technical & functional support
• Structured case severity & resolution best practices
• Complete Customer Support
• LCS
• ACS
• NetSuite Support Assistant
• SuiteAnswers
• NetSuite Support Community Customer

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Direct Vendor Support
Customer

Commercial Support Free Technical Support Paid-For Advanced Support

Account Manager Basic Support Premium Support

• Every NetSuite Customer is • Includes 24/7 support for • Phone Support: 24/7 for critical
given an Account Manager as defects and critical issues issues and 8am to 6pm for low
standard severity calls
• They are a single point of • Faster response times for non-
contact for all commercial
NetSuite Community critical issues
related questions • Online network of 40,000+
• Quarterly Business Reviews NetSuite experts to answer how
ensure NetSuite is adapting to to queries Advanced Customer Support
changing customer needs • NetSuite employees aim for (ACS)
• The customer has nine months 24/5 4 hour response
of ongoing relationship with the
Sales Rep, building on the trust • Dedicated consulting team offers
already established
SuiteAnswers pro-active support
• Includes optimising NetSuite for
• Searchable knowledge base of customer’s environment and
support articles, training videos, designing customisations
best practices and help topics

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Customer Experience – Support

Education Trusted Expertise Optimization

• User adoption • Be ready for the • Monitor, evaluate,

unknown and improve
• Increase
productivity • Mitigate risks • Maximize ROI

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Easy to
Extend

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User Empowerment - Overview

Click
▪ NetSuite was designed to be adapted by
business users and non-technical administrators

▪ Additionally, NetSuite offers powerful but easy-

to-adapt reporting that provides insight into

Code
what matters most to the user

▪ Many competitors require additional support to

make changes like adding fields or customizing
the layout of forms
Click not code example

Difficult to Customize: Easy to Customize:

Custom Website Website Builders

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Ability to
Scale

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Future Proof
Every Size. Every Industry. In Every Part of the World.
Agencies, Media Wholesale
Software Services Nonprofit Manufacturing Retail
& Publishing Distribution

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Ability to Scale
• NetSuite is sold to pre-revenue startups with a handful of
employees to large multinationals – as well as everyone in
between.
• This is because we can quickly scale in terms of: 63%
of technology IPOs were
Number of Volume Global NetSuite customers since
Users Scalability Expansion 2011

• Many competitors who serve smaller businesses can’t

scale as effectively and require customers to move to
larger products when they outgrow it

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Ability to Scale
Number of
Users • NetSuite can scale to up to as many as 4,000 Users and beyond with the Ultimate Tier
• Customers can go from a maximum of 100 Users in Standard, 1,000 in Premium and 2,000 in Enterprise Levels

Volume • NetSuite has four tiers of volume users going from Standard to Ultimate which can handle the needs of our
Scalability customers
• Standard Customers: 200,000 monthly transaction lines and up to 100 GB file cabinet
• Ultimate Customers: 50 million monthly transaction lines, up to 4 Terabyte file cabinet

Vertical and • NetSuite can adapt to a customer’s changing business models and requirements e.g. IPO or new business
Process direction including new core NetSuite modules
Extension
• NetSuite allows customers to expand into other verticals and processes including moving to other sectors e.g.
from Retail to Manufacturing
Global
Expansion • NetSuite offers customers the ability to easily scale internationally, using OneWorld allowing for financial
consolidation and intercompany work across new subsidiaries

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Power Positions
vs. Competitors

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etSuite’s ower ositions vs. Common Competitors

Proactive SuiteSuccess/
Pure Cloud Unified Platform Customer Implementation User Focus Multis Ability to scale
Experience Methodology

Oracle NetSuite ✓ ✓ ✓ ✓ ✓ ✓ ✓
Sage Intacct ✓ -- -- × -- -- --
Sage X3 × × -- × -- × ✓
-- --
Workday Financial
Management ✓ × ✓ ✓ ✓
MSFT D365 Business Central -- × × × × × ×
MSFT D365 Finance -- × ✓ × × × ✓
SAP S/4HANA, Private Cloud × -- ✓ × ✓ × ✓
SAP S/4HANA Cloud, Public Cloud ✓ -- ✓ ✓ -- × ✓
SAP Business ByDesign ✓ -- × -- × × ✓
SAP Business One × -- × × × × ×
Odoo × × × × -- × ×
Recap

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NetSuite’s Watch the recording
HERE
Power
Positions

Pure Cloud Unified Global Native Financial SuiteSuccess Direct Vendor Easy to Extend Ability to
Platform Consolidation Support Scale

Easily Improved Multicompany Implementation Global Support Customization Future Proof

Accessible Visibility Methodology
Multilanguage True 24/7 Flexibility Clear Vision
Cost Effective Efficient Phased Approach
operations Multicurrency Account Easy-to-use
Management
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 Suiteinsights
Overview

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SuiteLife: SuiteWeek
Storytelling For Success
Suitelife: SuiteWeek
What you can expect to learn

VALIDATE
KEY INTRODUCE OR CLOSE
CONCEPTS A
A
A D

ALIGN

❑ Customer Engagement ❑ Intro Call Overview ❑ Pre-Align / Deal ❑ Business Reviews

Model & SuiteSuccess ❑ Qualification Strategy
❑ Business Process
❑ NetSuite Power ❑ Business Discussion ❑ Validation / Alignment Assessment
Positions Overview Overview
❑ The Stairway ❑ Customer Roadmap
❑ Storytelling ❑ Value Chain ❑ Demo Sets
Assessments ❑ How CAMO Can Help
❑ Objection Handling
❑ Building Value
❑ Prospecting
❑ JEP & Next Steps
❑ Negotiation

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Why This Topic Matters?
New Business & Account Management

New Business Account Management

➢ Customer stories can be our most powerful ➢ Customer stories can be our most powerful
sales tool - Proof sales tool - Proof

➢ Decision makers purchase outcomes not ➢ Decision makers purchase outcomes not
features features

➢ Can be a key differentiator ➢ Can be a key differentiator

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Agenda Topics:

o Purposeful Storytelling

o The Story Spine

o Core Stories

o Four Truths Of The Storyteller

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 Kevin Galloway
Global Sales Productivity

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Purposeful Storytelling
Is Good Business

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 Structure

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 Conflict

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 Know
Your
Audience

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 Emotions Make
The Story Stick

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The
Story Spine

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THE STORY SPINE
Once there was ___.
Every day, ___.
One day ___.
Because of that, ___.
Because of that, ___.
Until finally ___.
And ever since that day ___.

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THE STORY SPINE

Once there was a young man

who was an orphan and lived on
a farm.

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THE STORY SPINE

Every day, he felt lonely and

dreamed of adventures in far
away places.

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THE STORY SPINE

One day he was attacked by a

local gang but he was rescued
by a wise old man.

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THE STORY SPINE

Because of that, he learned of

his past and received a gift that
had belonged to his father.

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THE STORY SPINE

Because of that, he went on an

adventure and discovered the
world was much bigger and
more dangerous than he
realized.

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THE STORY SPINE

Because of that, he met many

new friends and joined together
to fight against an evil regime.

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THE STORY SPINE

Until finally he grew stronger

and become a leader along with
his friends.

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THE STORY SPINE

And ever since that day he

realized that he had great power
but needed more training to
truly become who he was meant
to be.

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THE STORY SPINE
Once there was ___.
Every day, ___.
One day ___.
Because of that, ___.
Because of that, ___.
Until finally ___.
And ever since that day ___.

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 Once upon a time that was a famous improv theatre
called The Second City with an impressive list of alumni,
including Tina Fey, Steve Carrell, Chris Farley, Michael Key,
Jordan Peele and many, many more.

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 Every day they utilized improvisation and audience-driven
techniques to provide events, classes and content for
hundreds of individuals and companies looking to better their
performance and grow professionally and/or personally.

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 One day while looking for a solution to navigate their diverse
service offerings and correlate their reports they had a fire
that destroyed a great amount of their data.

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 Because of this they made the move to Oracle NetSuite

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 Because of that they were able to communicate freely and
more efficiently with their teams in other offices as well feel
safe and secure now they were in the cloud with Oracle
NetSuite.

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 Because of that they were able use Advanced Revenue
Recognition and other parts of the financial reporting to
grow their business.

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 Until finally they were able to double their training space as
well as add multiple new programs and services.

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 And ever since that day they are bringing laughter, growth,
and value to even more customers.

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 Core
Stories

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Four Truths Of
The Storyteller

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 Four Truths
Of The
Storyteller
Truth to the Truth to the
Teller Audience

Truth to the Truth to the

Moment Mission
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 Truth to the
Teller

• Authenticity
• True to Yourself
• Sharing Emotion
• Reach the Heart

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 Truth to the
Audience

• Fulfill Expectations
• Respect Time
• Know Your Audience
• Practice First

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 Truth to the
Moment

• Never the Same

• Prep Intensively
• Improvise Equally
• Economy

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 Truth to the
Mission

• Devoted to the Cause

• Worthy Value
• Serve the Mission
• Passion

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Activity!

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Use NetSuite's Testimonial Library to create an impactful story

1. As a group go to: https://www.netsuite.com/portal/customer-

testimonials.shtml

2. Choose a customer story – You can choose one for the Case Study

3. How would you tell this story to a prospect/customer. Feel free to get
creative but stay truthful.

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 Remaining
Questions?

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SuiteLife: SuiteWeek
Handling Objections With Empathy
Suitelife: SuiteWeek
What you can expect to learn

VALIDATE
KEY INTRODUCE OR CLOSE
CONCEPTS A
A
A D

ALIGN

❑ Customer Engagement ❑ Intro Call Overview ❑ Pre-Align / Deal ❑ Business Reviews

Model & SuiteSuccess ❑ Qualification Strategy
❑ Business Process
❑ NetSuite Power ❑ Business Discussion ❑ Validation / Alignment Assessment
Positions Overview Overview
❑ The Stairway ❑ Customer Roadmap
❑ Storytelling ❑ Value Chain ❑ Demo Sets
Assessments ❑ How CAMO Can Help
❑ Objection Handling
❑ Building Value
❑ Prospecting
❑ JEP & Next Steps
❑ Negotiation

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Why This Topic Matters?
New Business & Account Management

New Business Account Management

➢ How you handle objections can mean the ➢ How you handle objections can mean the
difference between a won or lost deal difference between a won or lost deal

➢ Prospects want to be heard and validated ➢ Customers want to be heard and validated

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Agenda Topics:

o The Importance Of Handling Objections

o What Causes Failure

o How Can We Improve

o Different Types Of Objections

o Yes And…

o Activity

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YOU CAN’T
HANDLE
THE
OBJECTION

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 The Importance
of Objection
Handling

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 What causes
Objection
Handling to
fail?

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 Not Listening Defensive Not Exploring
Meaning

Negative Your Perspective

Viewpoint Only
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How Can
We Improve?

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 Listen with
Empathy and
Curiosity

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1) Pause 2) Paraphrase 3) Probe 4) Provide
• “Speech is silver, • Confirm the • Ask questions to • Use common
silence is objection you understand true pain point,
golden” heard objection customer story,
power position
• Remember that • Shows the • Shows curiosity
top performers prospect you’re • Sell the value of
don’t rush when listening and • Uncovers BANT meeting
they hear an confirms that (making intros,
objection you heard them benchmarking,
correctly learning about
new trends, etc.)

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 “Most people do not
listen with the
intent to understand;
they listen with the
intent to reply."

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 Validate Their
Objection

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Diagnose Reasons
Open
Tell me about what is causing this
1 [pain]?

Control

2 Is it because...?

Confirm
So the reasons for your [pain} are… Is
3
that Correct?
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Explore Impact
Open
Besides yourself, who in your
1 organization is impacted by this [pain]
and how?

Control
Is this [pain] causing…? Would [title]
2
also be concerned?

Confirm
From what I just heard… [who and
3 how] it sounds like this is not just your
problem but a company one.
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Visualize Capabilities
Open
What is it going to take for you to be
1 able to [achieve goal] Could I try a few
ideas on you?

Control
You mentioned [reason]…what if there
2 were a way…when, who, what would
help

Confirm
So if you had the ability to [summarize
3 capability visions] Then you could
[achieve your goal]?
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 “It is better to be
interested, than to
be interesting.”

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Different Types
of Objections

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Skepticism

Offer Proof

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Misunderstanding

Probe for clarity

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Drawback

Pivot to Benefits

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Indifference

Uncover compelling event

or create urgency

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 S, A D…

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 Start with “Yes” Add another “Yes” Listen to
Understand

Respond with Knowledge for

Empathy Growth
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The 5 P’s

Pause Paraphrase Probe Provide Passion

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Tips and
Techniques

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 NetSuite
Customer
Stories

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 So
What?

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 Confidence

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Activity!

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Breakout Activity

1. In breakout rooms go over the common objections

2. Choose one for each person

3. One person acts as the customer another handles the objection – Repeat until everyone plays the
Sales Rep

4. We will debrief in the main room after 15 minutes

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Common Objections

1. Switching to Microsoft Dynamics would be cheaper.

2. Microsoft said if we move to Dynamics(from Navision) it will be the same look and feel we are used
to....(nervous to switch again since a disaster 3 years ago)

3. Navision had to be highly customized to suit our business, I am not certain NetSuite could do all
that?? You say it is all preconfigured...

4. We should wait a bit considering the state of the world right now.

5. We are still a small business, feels like Oracle is too big a company to care about little guys like us!

6. We thought the price would be the same for 5 years at least!

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 Remaining
Questions?

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